-
November 2025 by brenda pitts
I had called 2 days before coming to the Northpoint branch requesting an appointment. I am on the account with my elderly aunt and we had around 50 savings bonds to cash. I thought it would be easier for all of us to have an appointment. Person on phone said teller line would handle it. I expressed concern that this would take a while but she said teller would handle it. We went in and I approached teller. The signing and processing took over an hour (this was reasonable as we had to sign and address all of the bonds). Then teller had to process each bond individually, thus closing down a teller line for almost an hour. I felt sorry for customers backed up into lobby. Why didn’t they set up an appointment for us and not pull a teller off the line?
Now, we have the Bond money and want to open a CD. Remember, this is an existing account with both of us on it. And…. We are putting money IN not taking out!
The verification of my aunt and I kept failing. The teller went to get manager. Manager said put all data in again and retry. Teller did this, it didn’t work. Teller went to get manager again. Manager asked me for documentation to verify my address again. What? I’m already on account and have been since 2/2025. 😳. Manager was ready to leave teller again until I spoke up and said you are not leaving until this CD transaction is complete. Manager then says….I can override errors. What! She could have overridden this the first time she came in! After 3 hours we left the branch. We will be changing banks, soon!
Here are my suggestions to help:
1. Take an appointment. This helps customer & teller line
2. Write a process for your tellers for cashing Saving bonds. No one seemed to know the exact process. Tellers should be able to pull up a process checklist on their computer. Three tellers were all talking to each other to figure it out. Procedures will help everyone especially with high employee turnover in banks.
3. If it’s an existing customer and money is being deposited, make the transaction faster. If you have to get the branch manager, have that manager stay there until it is complete. And manager….if it’s a deposit, use common sense and do the override! The data errors were minimal (address & phone). Seriously?
We were in this bank for 3 hours! This could have easily been reduced with better procedures, common sense, and priority to the customer.
Update as of 11/7/25 - management did call me and took some responsibility for the incorrect procedures. I applaud Busey’s effort to listen to my suggestions and hope they put them to us. Thanks for listening. As we have more bonds to cash, it will be interesting to see if Busey is more efficient. 🤔
-
July 2025 by Val Smith
Always easy in and out at the ATM drive thru.
-
May 2024 by Keith King
Fantastic team! I switched several of my accounts to Busey and their services are awesome! Special thanks to Ms Tasha Schuster and her mortgage team!
-
February 2023 by Jacob O'Neall
Love Busey Bank, but bad experience at this branch. Came in for a new debit card, took roughly 10 minutes to get issued due to banker error, then after sitting in the lobby for 30 minutes to reset pin, the banker asked if I needed help with anything. Clearly forgot I was there, very unprofessional.
-
August 2022 by Ryan Carballido
Extraordinarily rude and unhelpful service to a decades-long customer. Wasted time and wasted money. A customer no longer.
-
July 2019 by Dave P
Very professional and competent. Extremely helpful. However, upon setting up my account I had no idea there were so many ways to charge fees.
-
July 2019 by Kevin Appel
Always friendly and fast at the drive thru.
